Notes

ashish pal

dispotion is not select ( ) due to disposition not found on that time.

***SHORT CALLS****
Issue: no query
action: na
comm: Cx has no query regarding Snapdeal

Issue: incomplete query
action: Call back done
comm: cx drop the call// Call back done cx not answer the call

Issue: na
Action: na
comm: cx drop the call//cmn

Issue: no ringing
Action: Call back
comm: no response from cx side// after giving 3 warnings, call transfer from my end//Call back done cx not answer the call//cmn

Issue: language barrier
Action: Guide cx to raise the call back req
comm: ask cx to raise the call back req on his/her Language preference

Issue: language barrier in ( ) language
action-call transfer to language barrier ( ) agent//cmn
comm-info shared that the call is going to transferred to there preferred language//cmn


*****Escalation cases *****
Issue- Cx want to know the complaint status
Action- Info shared as per the escalation team remarks
Comm- Info shared // TAT shared as per escalation Team

****cx ask for other account details***

issue= cx want to know the other number details(other number)
action=ask to call by that registered account no. only
comm=ask to contact with the registered account only//cmn

Issue - Cx want to know his refund status
ACTION=info shared//ask to share the upi/bank details with us//mail shared
comm-details shared// ask to share the upi// bank details through mail//cmn


issue Cx want to know his mode of refund
action-details shared
comm=info shared// info shared that he will get the payment in sd credit//benefit shared//cmn


*****PRODUCT INFO*****
Issue: cx wants to know about the product
Action: info shared
comm: info shared regarding price, quality// cx agreed// cmn

*********Pending for Verification ***********

Pending For Verification (Within TAT)

Issue: order not verify//pending for verification
Action: info shared
comm: tat shared 24 hours for call//cmn

Pending For Verification (Outside TAT)

Issue: order not verify//pending for verification
Action: info shared
comm: tat shared 24-48 hours for update //cmn

*****SPECIAL DELIEVERY REQUEST ISSUE*****
Issue: Specific Delivery Request
Action: specific date mentioned// Info shared
communication: Shared actual dispatch date and shared promised delivered date last one //Shared Order live location and courier partner name shared//cmn

*****Item Stuck at one location*****
Issue: Order stuck at one location
Action: complaint raised//Info shared regarding order status
comm: tat shared 24-48 hours for update//shared the promised delivery date last one //Courier partner name shared on call //cmn


****Within SLA Before Dispatch*****

Issue: cx want to know about the order status
Action: info shared to cx regarding order status
communication: Shared promised dispatch dates and promised delivery date last one //once order will be shipped, you will get the tracking details// cmn

*****Within SLA After Dispatch*****

Issue: cx want to know about the order status
Action: Info shared regarding order status // AWB SMS shared
communication: Shared actual dispatch date and shared promised delivered date last one //Shared Order live location and courier partner name shared//cmn

*****Outside SLA Before Dispatch (Delay in Dispatch)*****

Issue: Order late beyond promised date(non-shipped case)
Action: complaint raised
comm: tat shared 24-48 hours for update//shared order delivery details //cmn

*****Outside SLA After Dispatch (Delay in Delivery)*****

Issue: Order late beyond promised date(Shipped case)
Action: complaint raised
comm: shared the order delivery details // asked cx to wait for the order delivery// will try to deliver the cx order asap// cmn

*****First Time OFD*****
Issue: cx want to know about the delivery of the product//Status- OFD
Action: details shared
communication: ask cx to wait till 9 PM//Courier boy number shared through sms// Courier partner name shared //cx agreed// cmn

*****OFD After UD*****
Issue: cx want to know about the order status //UD marked//order is OFD
Action: complaint raised//Marked case origin critical escalation
communication: ask cx to wait till 9 PM//courier partner name shared// Courier boy number shared through SMS //cx agreed///cmn

*****ODA*****
Issue: cx want to know about the order status//UD marked//out of delivery area
Action: Complaint raised // Info shared//Marked case origin critical escalation
communication:TAT shared 24-48 hrs update // Courier partner name shared // CMN

*****UD MARKED CASE RELATED ISSUE*****
Issue: cx want to know about the order status//UD marked
Action: complaint raised //FNDR filled//address verified// Marked case origin critical escalation
communication: rescheduled delivery//tat shared 24 hours for delivery re-attempt//Courier partner name shared//cmn
Alternate Phone number-
Alternate Landmark-

*****UD***** (Unable to fill the FNDR)

Issue: cx want to know about the order status//UD marked
Action: complaint raised//address verified//Marked case origin critical escalation
comm: unable to fill the FNDR due error: --//tat shared 24 hours for Delivery reattempt // Courier Partner name shared //cmn
Alternate Mobile number -
Alternate Landmark-

*****RTO RELATED ISSUE*****
Issue: cx want to know about the delivery of the product//marked RTO
Action: info shared
comm: shared the UD reason with cx//ask cx to place a new order// cmn

Issue: cx want to know about the delivery of the product//marked RTO
Action: info shared//ask cx to place a new order
comm: shared the UD reason with cx//TAT shared 24-48 hours for initiation// TAT shared (7-10 working days , 24 hours, 5-7 working days) for reflection after initiation //cmn

*****PDWP*****

Issue: Status shows delivered but I didn’t receive it {PDWP}(payment mode is cod)
Action: feedback taken//product cod mode so ask cx to place a new order
comm: /shared the delivery status//ask cx to place a new order// cmn


Issue: Status shows delivered but I didn’t receive it {PDWP}( payment mode is prepaid)
Action: complaint raised// normal delivery//OTP verification delivery// email taken.
comm: shared the delivery status// tat shared 7 days for update regarding POD //cmn


*****PDWP (RFV+COD)

Profile good

Issue: Status shows delivered but I didn’t receive it {PDWP}
Action - Info shared // Status marked Pending
Comm- TAT shared 48 hrs for refund // cmn


Profile not good
Issue: Status shows delivered but I didn’t receive it {PDWP}
Action - Info shared // Status marked Pending // Stages marked CX dispute accepted
Comm-TAT shared 24 hrs for update // cmn


*****PRODUCT CANCELLATION ISSUE*****

Issue: cx wants to cancel the order// Reason-
Action: request taken
comm: shared order cancelled//cmn

Issue: cx wants to cancel the order// Reason-
Action: request taken
comm: shared cancellation in progress//tat shared 24-48 hours for update regarding the cancellation // cmn

Issue: cx wants to cancel the order // Reason-
Action: request taken
comm: ask to co-ordinate with courier boy and also guide for door step refusal//cmn

*****Why was my order cancelled*****

Issue: cx wants to know why order cancelled
Action: info shared
comm: shared the cancellation reason// ask cx to place a new order//cmn

*****ADDRESS CHANGE*****
Issue: cx wants to change the delivery address//shipped state
Action: info shared//ask cx to place a new order
comm: shared can not change the address//also guide to co-ordinate with courier boy//cmn

Issue: cx wants to change the delivery address
Action: info shared// asked cx to share the new address
comm: shared address changed//cmn


*****REFUND*****
Cancellation in Progress: (CIP)

Issue- cx want to know his refund status
Action- Info shared (CIP marked )
Comm- TAT shared 48 hours for update// ask cx to wait //cmn

Issue- cx want to know his refund status
Action- Info shared (CIP marked ) (Escalated to Tech team )
Comm- TAT shared 8 days for update// ask cx to wait //cmn

*******UPI RELATED REFUND RELATED ISSUE******

Within TAT :

Issue: cx want to know about the refund//refund initiated on-
Action: tat shared 6 days (UPI offline refund ) ,6 days (bank offline refund ) ,02 hrs ( bank online) ,24 hrs(UPI Online),24 hrs (Wallet), 7-10 working days(credit card or debit card), 7 working days (UPI),
24 hrs (Snapcash) , 5-7 working days (ONDC)
comm: ask cx to wait//cx agree// cmn

Issue: cx want to know about the refund
Action: macro shared (ask for NEFT details )//tat shared 24-48 hours for update after receiving the Bank details
comm: shared that due to Neft Details not present, refund pending// ask cx to share the bank details

Outside TAT:
Issue: cx want to know about the refund//refund initiated on-
Action: req raised//rrn sms sent//macro shared
communication: UTR number shared //ask cx to coordinate with bank also //ask cx to share bank statement in pdf from //tat shared 24-48 hrs for update after receiving the bank statement // cmn

Issue - Cx want to know his refund status//refund initiated on-
Action: req alreday raised//macro already shared// Status- Pending with Snapdeal and stages marked Esc to PG team

communication: Bank statement received //tat shared 24-48 hrs for update //cmn

*****Failed Transactions*****

Issue: payment deducted but order not confirmed
Action: Info shared
comm: tat shared 72 hours for auto reverse//cmn


Issue: payment deducted but order not confirmed//tat breached
Action: complaint raised// Macro shared
comm: asked cx to share the bank statement in pdf from //tat shared 24-48 hrs for update after receiving the bank statement // cmn


*****Manual Case*****
Issue: cx wants to return the product(manual case)
Action: Info shared
comm: TAT shared 48 hrs for update regarding reverse pick up // CMN

*****Fresh Complaint*****

RPU initiated on the same time
Issue(Level 3 remarks)-

action= ask to wait for the pick update// ask to share image // mail shared
comm- shared the courier partner name//RPI initiated//tat shared 48 hours for pickup// also guide to pack the parcel in original packing// cmn

RPU not initiated on the same time
Issue(Level 3 remarks)-

action= ask to wait for the pick update// ask to share image // mail shared
comm-return req raised//Info shared//tat shared 24 hrs for update regarding the reverse pick up//rpi not initiated//also guide to pack the parcel in original packing// cmn


*****Out for pick up*****

Issue: cx wants to know the complaint status(return case)//out for pick up
Action: info shared//ask to wait till 6 PM
comm: shared the courier partner name//also guide to pack the parcel in original packing// cmn

*****Pick up Reschedule*****

Issue: cx wants to know the complaint status(return case)
Action: Info shared //RL filled// Pick up address confirmed // asked cx to share the alternate phone number// cmn
comm: shared the complaint status// tat shared 2-3 days for pickup//shared the courier partner name // also guide to pack the parcel in original packing// cmn

*****Pick up retain/cancellation*****
Issue- Cx want to cancel the pick up request
Action-RL panel // Return request closed // Asked cx to share the reason
Comm- Informed cx that return request is closed // cmn

*****APUC case*****

issue=Issue: product already picked up but not updated(APUC case)
action= ask to coordinate with the pickup agent//deniel given //cmn
comm=ask cx to given the pickup team name//cx not able to given the details so denied given and ask to coordinate with the pickup agent for this//cmn

*****APUC case*****

Issue: product already picked up but not updated(APUC case)
Action: RL filled// APUC marked//asked cx to share the pick up TEAM name and pick up boy no//PICKUP DATE
comm: tat shared 72 hours for update//ask cx to wait // cmn
Pick up team name-
Pick up boy number-

*****APUC FOR RAJESTHAN*****

issue=Issue: product already picked up but not updated(APUC case)
action-info shared// cx is of rajesthan so without details ask denied given
ccomm=shared that in our system the pickup is not marked yet so deniel to take action //cmn

*****One or more item is missing shipped together*****

Profile good or order price is less than 1000

#One or more item is missing shipped together case//got only 1 item
Action: Marked CRT investigation done // Macro shared
Comm: Info shared // Refund is initiated // TAT shared (6 days/24 hrs/7 working days/7-10 working days /5-7 working days )// assurance given // cmn

Profile not good or order price is more than 1000

#One or more item is missing shipped together case//got only 1 item
action: Complaint raised// Info shared// Stages marked CRT investigation SCM
Comm: rpi not initiated//tat shared 48 hrs for update regarding the return request //cmn


*****Complete Item Missing*****

Profile - Good

#cx got the empty parcel(Selling price is less than 400rs.)
Action: info shared// Stages marked CRT investigation done// mail shared
comm: tat shared 48 hrs for refund initiation//TAT shared (6 days/24 hrs/7 working days/7-10 working days /5-7 working days ) for reflection // assurance given // cmn cmn

Profile - Not Good

#cx got the empty parcel(Selling price is less than 400rs.)
Action: info shared// Stages marked CRT investigation SCM
Comm: tat shared 72 hrs for update// ask cx to wait//cmn


#cx got the empty parcel(Selling price between 400rs and 1000rs)
Action: macro shared (Empty parcel digital form)
comm: ask cx to fill the Digital form and submit it from his end //asked cx to share the photos of the invoice, Id proof and Snapdeal inner and outer packaging on the same mail //tat shared 72 hrs for update after receiving the required details // cmn

#cx got the empty parcel(Selling price is more than 1000rs)
Action: macro shared (Empty parcel updated)
comm: ask cx to share the undertaking form //asked cx to share the photos of the invoice, Id proof and Snapdeal inner and outer packaging on the same mail //tat shared 72 hrs for update after receiving the required details // cmn


*****Redirect to Self serve WPD*****
Issue- Cx want to retrun his order // Cx received the different product
Action- Asked cx to raise the return request from his end
Comm- Guide cx how he can raise the return request // cmn

*****Item Defective (Service centre)*****
Issue- Cx want to return the product // Received the defective product // Issue-
Action- Info shared // Macro shared
Comm- Refer cx to service centre as the order is on brand warranty// cx agree // cmn

****Item Defective (brand is not available on brand list)
Issue- Cx want to return the product // Received the defective product // Issue-
Action- Info shared // Transfer call to senior as the brand is not available on brand list
Comm- asked cx to co-ordinate with the senior regarding the complaint// CMN

*****RPI Denial*****
Issue- cx want to know his return request status
Action- Info shared (RPI denial )
Comm- info shared //denial given as per RA remarks /// cmn

*****CATP*****
#cx wants to return the product // Issue-
Action: info shared// denial given
comm: Denial given as per cx concern

#cx wants to return the product// cx got the same product as per PDP (CATP)
Action: info shared
comm: info shared//denial given for return//CMN

*****SD Reversal EOD*****

Issue- Cx want to know his refund status // SD Reversal case
Action- Info shared // Macro shared // EOD filled
Comm- TAT shared of 8 working days for reflection //cx agreed // cmn

*****SD Reversal case*****

Issue - cx want to transfer his order refund from refund voucher to bank account
Action- Info shared // Asked cx to shared the bank details// Macro shared
Comm- Benefits share of the Snapdeal credit // cx not agreed for the refund voucher// CMN

*****SD credit ******

Issue - Cx want to know his refund status
Action - Info shared // initiate date -
Comm- asked cx to check on his end refund is already initiated on Snapdeal credit// Benefits shared //cmn

*****CCA Marked *****
Issue- cx want to know his refund status
Action- Info shared // CCA marked on
Comm- TAT shared 24 hours for update//cmn

Issue- cx want to know his refund status
Action- Info shared // PUC marked on
Comm- TAT shared 24 hours for update //cmn

*****NEFT went on hold *****
Issue- cx want to know his refund status
Action- Info shared // NEFT went on hold // CCA marked
Comm- TAT shared 5 days for update// ask cx to wait //cmn

*****Invoice*****

Issue: invoice related issue
Action: email id confirmed//mail shared
comm: info shared//cx agreed// cmn

Issue: invoice related issue
Action: asked cx to share the email id //request taken
comm: info shared//tat shared 24 hours for update// cmn
cx mail id -

Update Link sheet:
https://docs.google.com/spreadsheets/d/1FdbluXLc3j3_WyJyNumoCjBkTIXROS4xELCtaByppQg/edit#gid=1012564698

Ozonetel Link:
https://in-ccaas.ozonetel.com/toolbar_widget/index.html#login

https://agent.cloudagent.ozonetel.com/login

New Critical Sheet link
https://docs.google.com/spreadsheets/d/1BxRRzdMkGF5-qtgwY5bj5ul_CCNyWVrkqxByt95pMKs/edit?gid=1590187003#gid=1590187003

SF(https://snapdealcx.my.site.com/SnapdealSearch)

What's New Link https://docs.google.com/spreadsheets/d/1FdbluXLc3j3_WyJyNumoCjBkTIXROS4xELCtaByppQg/edit#gid=380668280

Empty Parcel Digital Form Link (400 -1000) (https://docs.google.com/spreadsheets/d/1rVDui3gncVKW2lL55_J8w-v4wSEQCPS7ytHWbjktyzs/edit#gid=2052391753)

Seller Id([email protected])
AND PASSWORD (Oracle@876123#$!)